Bank of America was reported to the Deceptive Design Tip Line over a pop-up that defaults customers to paperless statements. According to the report, the default and most visible button selects the paperless option, while opting out requires careful reading and two further steps, and the choice is presented in a way that is not clear and requires assessment. The report notes that a customer in a hurry to reach their account could easily click “OK” without reading further.
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Bank of America: Defaults to paperless choice
“The default option is to click for a paperless choice as opposed to giving users equal options and it is given in a quick pop-up: 1. the easiest response and most visible button is the one that selects paperless; 2. To opt out of the paperless choice that is presented both careful reading and two steps are required. 3. The choice is not clear and requires assessment. If one is in a hurry to get to one’s account, it would be quite easy to click OK without reading further.”